Responsibilities:
o Assist our community and help resolve inquiries empathetically, accurately and on time
o Become and remain knowledgeable about social media products and community standards
o Make well balanced decisions and personally driven to be an effective advocate for our community
o Strong interpersonal skills, verbal and written communication skills and most importantly empathy
o Display a strong bias to doing what’s right for our community in supporting social media’s mission
o Investigate and resolve issues that are reported on social media such as requests for account support and reports of potentially abusive content
o Respond to user inquiries with high quality, speed, empathy and accuracy
o Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users
o Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site
o Enforce social media Terms of Use by carefully monitoring reports of abuse on the site
o Review the reported content within agreed turnaround times and standards of quality
o Identify inefficiencies in workflows and suggest solutions
o Recognize trends and patterns, and escalate issues outside the company policy to the global team

Min. requirements:
o Language requirements:
 English language test score based on mutually agreed upon external English language test or acceptable approved equivalent to EFSET at B2 or TOEIC 450 or IELTS 5.5
o Reasoning/analytical capabilities
o Education:
 Bachelor Degree / Diploma in any discipline
o Experience:
 Minimum 1 year’s prior operations experience in a shared services, business process outsourcing environment or comparable service / process management environment
 High affinity and cultural awareness of political/social situation regarding the relevant market/region that will be supported by each ‘rep’ – which is critical to be aware of the cultural/r